Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
We are seeking a capable and commercially minded Customer Service Officer / Associate to support our Australian advice business. This role is critical to ensuring clients are serviced efficiently, professionally, and in line with Australian regulatory standards, acting as the primary point of contact for client queries and managing day-to-day client servicing, administration, and process execution.
Responsibilities
- Act as a primary point of contact for client queries via phone, email, and CRM
- Manage inbound and outbound client communications in a timely and professional manner
- Coordinate meetings, appointments, and adviser diaries
- Follow up outstanding client requests, documentation, and third-party information
- Assist with onboarding new clients, including engagement documents and disclosures
- Manage fact find documentation, data integrity, and CRM updates
- Prepare and process forms, applications, and service requests
- Liaise with product providers, superannuation funds, and platforms
- Track advice workflows and ensure tasks progress through required stages
- Ensure all client interactions and records meet compliance and record-keeping standards
- Support advisers and paraplanners with checklist-driven processes
- Maintain accurate file notes and documentation
- Identify process gaps, inefficiencies, and recurring issues and escalate appropriately
- Support internal teams across administration, paraplanning, and advice delivery
- Assist with ongoing service activities such as reviews, reporting, and follow-ups
- Contribute to improving systems, templates, and workflows
Requirements
- Experience in Australian financial services, professional services, or regulated environments
- Strong written and verbal communication skills
- High attention to detail and strong organisational skills
- Confidence using CRMs, document management systems, and Microsoft/Google tools
- Ability to manage multiple priorities and follow structured processes
- Professional, calm, and client-focused approach
- Familiarity with SOAs, ROAs, and advice workflows
- Experience dealing with super funds, platforms, or insurers
- Exposure to compliance or quality assurance processes
- UK financial planning experience/knowledge is advantageous but not vital
- Practical and solutions-focused
- Comfortable working with structure, checklists, and deadlines
- Able to take ownership and follow tasks through to completion
- Resilient and composed under pressure
- Willing to question processes and suggest improvements
Skills
- Client Service
- Communication
- Administration
- Process Execution
- Onboarding
- Data Integrity
- CRM Updates
- Liaison
- Workflow Tracking
- Compliance
- Record-keeping
- File Management
- Operational Support
- System Improvement
Location
- Australia
Work Type
- Full-time
Experience Level
- Based on experience
Salary/Compensations
- Competitive salary based on experience
Benefits
- Performance and progression opportunities
About the Company
- Hoxton Wealth is a global financial services firm with offices in key locations, including Cyprus, the United States, the United Kingdom, Dubai, South Africa, and Australia.
- The company leverages a tech and tax-led approach to financial planning, combining innovative technology solutions with deep expertise in tax-efficient strategies to deliver comprehensive wealth management services.
- With over £2.5 billion in assets under management (AUM), Hoxton Wealth is committed to helping clients achieve their financial objectives through personalized investment solutions, cross-border financial planning, and long-term strategies for wealth growth and preservation.